Rafa's Auto & Truck Repair

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me While My Flooring America-Katy has finally reimbursed my wife and I for the damaged t.vstand, it seems that the issues of dishonesty goes beyond their installation crews and extends into their management Carl [redacted] , My Flooring America's Katy Quality Control Supervisor, and James [redacted] , a manager, both stopped by my houseAt the time, I was sitting down in my garage and I remained there throughout our conversationMr [redacted] actually walked to me and handed me a checkOnce I confirmed the amount was correct, I asked them to leaveThere was no profanityThe fact that My Flooring America-Katy's director, Mark [redacted] , reported this shows how little this company cares about their customers or simply being honest in their business practicesThis process has taken over a year in which we had to endure two separate installations (after the first took over a month, was never completed and the newly 'installed' flooring began to pewithin a week), a damaged t.vstand (which their installation crew lied about damaging and then months dealing with their managers), missing property from my garage (still missing), over $8,and when it was finally done, their crew left our new floors covered in their gray dusty boot prints that require a special type of cleaning to removeMy Flooring America advertises a 100% Customer Satisfaction GuarantyOnce they got our deposit and the actual job began, it became a long drawn-out nightmareI'm just glad that its overWell, except for their installation crew's boot prints all over my house and my missing propertySo, Katy residents who are wanting new flooring in their home, do NOT use My Flooring America-Katy!

We truly apologize for any inconvenience that may have been caused by miscommunications or the delays that came up during the process of working with My Flooring AmericaWe never intended anything but to do our best to meet your expectationsSince due to unforeseen circumstances we could not meet the timelines and there fore understand your complete cancellation at this timeWe have fully refunded all amounts involved and are sorry this happenedWe hope you can forgive us for this situation as we always try our best to meet customer expectations or do the right thing when we can't Sincerely, My Flooring America

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint I find interesting how the facts get twisted to make FLOORING AMERICA look like they ACTUALLY CARE about thisI was informed on JULY 28, that [redacted] had approved the claimI visited the store on AUGUST 1, to see what material was going to be used to replace the original carpetThis visit to the store was a HUGE WASTE OF MY TIME, the store associates HAD NO INFORMATION REGARDING THE CLAIM, AND COULD NOT (OR WOULD NOT) ANSWER ANY OF MY QUESTIONSI had a sample of the carpet with me, they stated that the material had been discontinued but could not tell what would be the replacement.I e-mailed the claims department and called on AUGUST 3, to find out what options were available to me since the carpet installed in my house was no longer availableI received an e-mail on AUGUST 4, stating that the following (I'm copying the text of the e-mail): We spoke with our rep and he is researching to see what is comparable to the carpet that you originally installedHe hopes to have some choices for you by the end of the week.Today is SATURDAY, AUGUST 8, AS USUAL, THE DEADLINE THEY GAVE HAS COME AND GONE AND NOTHING HAS BEEN RESOLVED YETHOW LONG DOES IT TAKE TO FIGURE OUT WHICH CARPET IS COMPARABLE TO THE CARPET ORIGINALLY INSTALLED?This has been the issue from day one: THEY DO NOT FOLLOW UP WITHTHEY KEEP DELAYING AND DELAYING Regards,

As we’ve previously stated, we rely on information provided to us by the manufacturer The original claim was denied but we pushed for a re-evaluation of the claim which was ultimately approved We communicated the information to Ms [redacted] as we obtained it from the manufacturer We also only become familiar with any manufacturer discontinuations as they are reported to us by the manufacturer We have worked with Ms [redacted] on her reselection to finalize her flooring claim and issuesWe trust that this will all conclude with a satisfactory outcome for her Sincerely, My Flooring America

Our Director Mark *** has spoken with Mr***
againWe have scheduled a time with him to drop off his check to
him. At that time, if there are any flooring related issues to address,
my Quality Control Manager will take note at that time and coordinate efforts
to have any of those issues remedied Then Our Quality Control Manager made
an attempt to deliver the check to Mr***. (We also ask that as
any part of an accommodation unrelated to the flooring which is covered under a
flooring warranty, that customers sign off acknowledging that they accept the
accommodation as final release for that matter.)Mr*** grabbed the
check from my Manager while in his home and cursed at him to get out of the houseSo Mr*** has the check in the full amount of the request of $for a refund for the TV stand. - My Flooring America - Director Mark ***

We sincerely apologize that the details of your new flooring installation didn't go according to the order and our standard practicesWe are also sorry that due to some personnel changes your request for re-imbursement for the quarter round trims not completed and the damage repair
were not processed timely. As of this response we have processed the full amount requested of $refunded to your discover cardWe trust that we have fully addressed your requests and satisfied this complaint to the best of our abilityPlease know that My Flooring America makes mistakes from time to time, however it is always our practice to taken care of them and our customers every timeWe appreciate your business and will continue to stand behind your flooring purchase for the manufacturers warranty periodThanks for giving us the opportunity to correct the situationSincerely, My Flooring America

We truly apologize for any inconvenience that may have been caused by miscommunications or the delays that came up during the process of working with My Flooring AmericaWe never intended anything but to do our best to meet your expectationsSince due to unforeseen circumstances we could not
meet the timelines and there fore understand your complete cancellation at this timeWe have fully refunded all amounts involved and are sorry this happenedWe hope you can forgive us for this situation as we always try our best to meet customer expectations or do the right thing when we can't. Sincerely, My Flooring America

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I find interesting how the facts get twisted to make FLOORING AMERICA look like they ACTUALLY CARE about this... I was informed on JULY 28, that *** had approved the claimI visited the store on AUGUST 1, to see what material was going to be used to replace the original carpetThis visit to the store was a HUGE WASTE OF MY TIME, the store associates HAD NO INFORMATION REGARDING THE CLAIM, AND COULD NOT (OR WOULD NOT) ANSWER ANY OF MY QUESTIONSI had a sample of the carpet with me, they stated that the material had been discontinued but could not tell what would be the replacement.I e-mailed the claims department and called on AUGUST 3, to find out what options were available to me since the carpet installed in my house was no longer availableI received an e-mail on AUGUST 4, stating that the following (I'm copying the text of the e-mail): We spoke with our rep and he is
researching to see what is comparable to the carpet that you originally
installedHe hopes to have some choices for you by the end of the week.Today is SATURDAY, AUGUST 8, AS USUAL, THE DEADLINE THEY GAVE HAS COME AND GONE AND NOTHING HAS BEEN RESOLVED YETHOW LONG DOES IT TAKE TO FIGURE OUT WHICH CARPET IS COMPARABLE TO THE CARPET ORIGINALLY INSTALLED?This has been the issue from day one: THEY DO NOT FOLLOW UP WITHTHEY KEEP DELAYING AND DELAYING
Regards,

Mr***, We apologize for any dissatisfaction you have had with My Flooring America as it always our intention to satisfy every customer to the best of our abilityUnfortunately, We can not "promise" any specific delivery or installation dates as there are way to many factors beyond our
control that could prevent us from meeting such promise datesAs for the cancellation of your agreement and a refund processed we do apologize for the delay as it was simply an unfortunate oversight on our part that caused the delay and has now been taken care of with *** ***A full refund in the amount of $has been posted to your account. Please see a copy of the credit voucher from *** for your recordsOnce again we apologize for the inconvenience and we trust that this full refund will satisfy your requestThank you for letting us know about your dissatisfaction and the delayed refund as this will help us improve our services as we go forward. Sincerely, My Flooring America CREDIT VOUCHERCustomer CopyFLOORING AMERICA (***) MY FLOORING AMERICAKATY FWYKATY, TX 77450-06/27/15 12:23:48PACCOUNT NUMBER: ***PLAN NUMBER: 112TOTAL: $9461.23SEQ #:359 AUTH #:

Our Fulfilment Manager has been communicating with Mrs
*** and while she’s not happy thus far with the current status,
it is where we are at in the claims processPlease understand that the claim’s
process truly does take as long as it has been and longer. What she
is
failing to understand is that we are the liaison between her and the
manufacturer. *** the manufacturer is denying the claim at this point as
they are not satisfied with the records she has provided relative to their
requirement for cleaning standards as outlined in the warranty they
provide. This required care information was included in the documentation
she received at the point of sale as indicated by the terms and conditions form
as well as the warranty/care booklet for which she signed
Danny and our claims department are continuing to engage
with *** relative to this matter and have asked that they re-visit it which
would probably include a re-inspection. At this point, we are doing
everything we can doThe information we are obtaining and able to obtain from
the manufacturer is being passed on to her as diligently as possibleThe
product warranties are with the manufacturer and we are doing everything we can
at this time to represent her as our customer
Our goal is for customer service and satisfaction and we
will continue to work on this matter in her interest
Sincerely,
My Flooring America

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me While My Flooring America-Katy has finally reimbursed my wife and I for the damaged t.vstand, it seems that the issues of dishonesty goes beyond their installation crews and extends into their management Carl ***, My Flooring America's Katy Quality Control Supervisor, and James ***, a manager, both stopped by my houseAt the time, I was sitting down in my garage and I remained there throughout our conversationMr*** actually walked to me and handed me a checkOnce I confirmed the amount was correct, I asked them to leaveThere was no profanityThe fact that My Flooring America-Katy's director, Mark ***, reported this shows how little this company cares about their customers or simply being honest in their business practicesThis process has taken over a year in which we had to endure two separate installations (after the first took over a month, was never completed and the newly 'installed' flooring began to pewithin a week), a damaged t.vstand (which their installation crew lied about damaging and then months dealing with their managers), missing property from my garage (still missing), over $8,and when it was finally done, their crew left our new floors covered in their gray dusty boot prints that require a special type of cleaning to removeMy Flooring America advertises a 100% Customer Satisfaction GuarantyOnce they got our deposit and the actual job began, it became a long drawn-out nightmareI'm just glad that its overWell, except for their installation crew's boot prints all over my house and my missing propertySo, Katy residents who are wanting new flooring in their home, do NOT use My Flooring America-Katy!

Regarding the installation
service issues, all issues were addressed and completed. At the time of
completing the installation Mr*** informed my Sales Manager that he was the
one that stripped out one of the screws on the TV stand. When the install
crew moved the stand, there
was an issue with it coming apart. It was at that
point that Mr*** suggested that the crew “broke” his TV stand.
Knowing that the screw had admittedly been stripped out, the crew did not feel
they should be responsible for the damage. Mr*** was offered $as
an accommodation to keep the stand as he is still using it. He insisted
on having it replaced which we agreed to do if he surrendered the original
stand since it was being paid for by the crew. He then wanted to keep the
current stand and still get the $to replace it. I agreed to pay the
$but it was still conditional upon him surrendering the original
stand. He then asked that we go to the store to purchase the stand and to
assemble it. I explained to Mr*** that as a flooring installation
company, we do not assemble TV stands or any other types of furniture related
items as it is not our area of specialty. If the flooring crew damaged a
water line, we certainly wouldn’t have them repair that either. As I
agreed to do, Mr*** will receive his check in the amount of $to purchase
his new TV stand. How he chooses to get it and have it assembled will
certainly be up to him but will not involve our flooring companySincerely, The Director of My Flooring America

As we’ve previously stated, we
rely on information provided to us by the manufacturer. The original
claim was denied but we pushed for a re-evaluation of the claim which was
ultimately approved. We communicated the information to Ms*** as we
obtained it from the manufacturer. We also only become familiar with any
manufacturer discontinuations as they are reported to us by the
manufacturer. We have worked with Ms*** on her reselection to
finalize her flooring claim and issuesWe trust that this will all conclude with a satisfactory outcome for her. Sincerely, My Flooring America